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US 12,748,867 B2Granted
Secure data capture systems and methods
AssigneeSyntec Holdings Limited
InventorColin Philip Westlake
Life of this patent
Estimating the term…
Abstract
Methods comprising steps for processing data for a customer-agent interaction are disclosed, as well as systems configured to perform such steps. These steps may comprise retrieving a web form comprising one or more elements, from a web server, using a first device; displaying the web form to the agent via a browser running on the first device; detecting, by the first device, an interaction of the agent with a first element in the web form; modifying the web form using a program running in the browser; generating a submission from the web form; and transmitting the submission to a service provider.
Claims19
A computer-implemented method of processing data in a customer-agent interaction through a voice communication channel, the method comprising steps of:
- retrieving a web form comprising one or more elements, from a web server, using a first device;
- displaying the web form to the agent via a browser running on the first device;
- detecting, by the first device, an interaction of the agent with a first element in the retrieved web form, the first element configured to receive sensitive data from a customer, wherein the interaction automatically triggers a capture from the voice communication channel, responsively to the detected interaction, using a data capture means in the voice communication channel between the customer and the agent, of communication information comprising telephony data, SMS data, or computer-readable data input by the customer;
- modifying one or more elements of the web form in response to the detected interaction, using a browser extension;
- generating a submission from the web form;
- and
- transmitting the submission to a payment service provider for processing.
4 more elements
A communication system, comprising:
- a communication channel for a customer to communicate with an agent;
- data capture means situated in the communication channel between the customer and the agent, the data capture means configured to capture, from the communication channel, information input by the customer;
- a server comprising at least one processor;
- a computing device comprising at least one processor the computing device associated with the agent, the at least one processor of the computing device running a browser;
- and
- a web form retrieved from a web server and displayed to the agent via the browser, the web form comprising a first element configured to receive sensitive data from a customer, wherein the first element in the retrieved web form is configured to be interacted with by the agent to automatically trigger a capture by the data capture means from the communication channel, responsively to a detected interaction, of the information input by the customer, wherein said information comprises telephony data, SMS data, or computer-readable data input by the customer, and wherein the web form is configured to be submitted by the agent to send a form data submission request directed to a payment service provider for processing;
- wherein the browser comprises a browser extension configured to modify one or more elements of the web form in response to the detected interaction using a browser extension, and is configured to run code to redirect the form data submission request from the payment service provider to the server when the web form is submitted;
- and
- wherein the at least one processor of the server is configured to make a new request to the payment service provider, having modified data in the submission to include the captured information input by the customer.
6 more elements
A communication system, comprising:
- a communication channel for a customer to communicate with an agent;
- data capture means situated in the communication channel between the customer and the agent, the data capture means configured to capture, from the communication channel, information input by the customer;
- an intermediate system;
- a server comprising at least one processor;
- a computing device comprising at least one processor, the computing device associated with the agent, the at least one processor of the computing device running a browser;
- and
- a web form retrieved from a web server and displayed to the agent via the browser, the web form comprising a first element configured to receive sensitive data from a customer, wherein the first element in the retrieved web form is configured to be interacted with by the agent to automatically trigger a capture by the data capture means from the communication channel, responsively to a detected interaction, of the information input by the customer, wherein said information comprises telephony data, SMS data, or computer-readable data input by the customer, and wherein the web form is configured to be submitted by the agent to send a form data submission request directed to the intermediate system;
- wherein:
- a browser extension of the browser is configured to modify one or more elements of the web form in response to the detected interaction,
- the form data submission request identifies a payment service provider,
- the intermediate system is configured to redirect the request through the server, and
- the at least one processor of the server is configured to make a new request to the payment service provider for processing, having modified data in the submission to include the captured information input by the customer.
9 more elements
A communication system, comprising:
- a communication channel between a customer and an agent for a customer to communicate with an agent;
- data capture means situated in the communication channel, the data capture means configured to capture, from the communication channel, information input by the customer;
- a computing device comprising at least one processor, the computing device associated with the agent, the at least one processor of the computing device running a browser;
- and
- a web form retrieved from a web server comprising at least one processor and displayed to the agent via the browser, the web form comprising an input element configured to receive sensitive data from a customer and chooseable by the agent to perform a particular action;
- wherein the particular action comprises automatically sending a signal to a first server to invoke a capture by the data capture means from the communication channel, responsively to a selection of the input element by the agent, of the information input by the customer, wherein said information comprises telephony data, SMS data, or computer-readable data input by the customer, and the input element is configured to be automatically populated, by a browser extension of the browser, in response to the selection of the input element by the agent, with the captured information input by the customer.
3 more elements
Dependencies are inferred from the claim text.